运用病人信息反馈改进门诊输液区护理管理效果观察

The use of patient feedback to improve patient care and management of clinic transfusion area

目的 探讨运用病人信息反馈改进门诊输液区护理管理的效果.方法 以600例门诊输液区病人为研究对象,采用问卷调查法进行护理服务需求调查,一周后电话回访,并将反馈结果汇总,制定改进方案：对护士进行语言规范培训,按不同需求增加服务项目、加大健康教育力度,建立巡视岗位制度、改善输液环境等.结果 每季度各项护理质量如组织管理、环境管理、业务管理、安全管理、物品管理全部达标;每季度病人满意率由原来的86%提高到94%;护士遭到投诉次数、护患纠纷次数由原来的6～8件/年下降到2～3件/年、护士无明显差错事故发生.结论 及时反馈门诊输液病人对护理的需求并采取针对措施,对提高护理质量,提高病人满意度有着重要的意义.

Objective To explore the use of feedback to improve patient care and effectiveness of clinic infusion area management. Methods A survey on demand for nursing services was conducted by questionnaires in 600 patients at clinic infusion area. Phone interview was conducted one week later. Patient feedback was collected to develop improvement programs including training of standard speech for nurses,increase in services based on various demands, increase in health education, and establishment of a system to improve the infusion environment by regular check ups. Results Each quarter, the nursing quality such as organizational management, environmental management, professional management, safety management,and article management met the standards. The patient satisfaction rate increased to 94% from 86%. The number of complaints against nurses and nurse-patient disputes declined to 2-3/year from 6-8/year. No significant nursing accidents occurred. Conclusions Prompt feedback of patient demand for nursing in clinic in